Customer service time includes the time taken to perform unloading product, inspecting and verifying with the store leader if the order is complete and getting (see Figure 4) and loading returns. The time taken to loading returns correctly is very important. Driver breaks were not scheduled and unscheduled maintenance is nil.
The best option for increasing performance is the reduction of distance travelled in excess and fill loss wastes (see Figure 4). Both wastes were impacted by the utilization of daily fixed routes with disregard of customer demand behavior. Daily demand from Monday to Wednesday was lower than the level shown during the period from Thursday to Sunday. Additionally, even though the firm owns a license of the UPS Roadnet suite, routes are not designed according to daily demand. Furthermore, route sequences are determined by the driver every day. Fill loss of 55% was estimated from the loads carried by a significant sample of routes. Excess distance of 19% was estimated by comparing current route distances against the optimal determined by the UPS Roadnet for a significant sample of routes.